SERVICE DELIVERY LEAD L2

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Description 

SERVICE DELIVERY LEAD L2 

Currently working as an SDM or a senior lead managing a team of at least 40–50 members.Experience managing global service desks across multiple countries.

Hands-on experience managing service desk SLAs across both voice and non-voice channels.Strong understanding of, or practical experience with, automation and GenAI solutions, particularly NowAssist and Nexthink.

Proven track record of improving key service desk metrics such as AHT, FCR, and ASA.Experience handling customer interactions and stakeholder management on a regular basis.

Demonstrated focus on continual service improvement and operational excellence.

Ability to create impactful presentations and lead customer-facing reviews such as WSRs and MBRs.

Willingness to work during US business hours and operate from the Pune office.Experience managing dynamic and complex service delivery environments.

Mandatory Skills: Service Desk Management . Experience: 8-10 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.